I was cleaning up some of my old notes today in One Note. Some of these notes go back to my previous employment when among other things I was doing technical support on a enterprise application integration (EAI) tool. The very nature of the tool meant that most of the support issues were related to custom code whether consultant or in-house created. The company where I was employed had some basic guidelines for support, but they were terse and more aligned to the ERP software which started them out....